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CRM - Customer Service Relationship Management Focused Game changing technology that aligns with the Administrations and SBAs mission to support small businesses, foster collaboration and increase transparency Rapid Delivery using Recovery Stimulus Funding (ARRA) 5 Months from market research to deployment within PMO governance requirements Initial Field Operations Deployment 1,100 Users to 66 Field Offices – Including Puerto Rico, Alaska, Hawaii, Guam, and American Samoa Private Cloud Implementation True Commercial Off The Shelf (COTS) Approach Clearly defined Proof of Concept/Vision The good should not be the enemy of the perfect – Deployed basic functionality with key value added enhancements Using Social Media Tools to Collaborate Enhancement Requests User Best Practices and Content Wikis Feedback / Dialogue with User Community and Management

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CRM (continued) Elimination/reduction of data and functional silos/stove pipes SBA Navigation Structure Based on Agency Function Transparency Statistics/Analytics drill down to the Congressional District Level for Congressional Inquiries and future public self-serve for lender and business activities Over 150 Operational Goal Metrics out of the box Inter-Agency Communications and Document Management (Agencies, Councils, and Committees) Ease of Use/Training – Outlook Tree Structure Based Configuration ROI = Reuse of Investment; Do more with less – Buy once, use multiple times Using technology change to help drive OCIO culture change Be a part of the success and get to the Yes we can attitude New Technology = New Skills Required = New Staff Excitement = New Contractors = New Culture Opportunity Leveraged Experience from 2 Small Certified Businesses 8a Asian Woman Owned SBA Guarantee Loan Recipient & HUBZone Created 20 New Jobs in Small Businesses using Recovery Funding (ARRA)

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Audit Tracking, Visibility and Accountability Single Enterprise-wide Audit Management System By User By Audit Source (OIG, GAO, OMB…) By Audit Type (IT, Financial, Management Challenges…) By Recommendation Metrics – Specifically Level of Effort in Days per Audit/Source Elimination of fence tossing of activities Leveraging Investment in SharePoint Infrastructure – No new costs! Brings transparency to auditing and addresses Agency/Department pain points Templates available out of the box to other Agencies/Departments